🕒 2 days ago
Own customer onboarding and engagement, lead product demos and quarterly business reviews, and help customers realize value from Legal 500 data products while sharing insights across sales, account management, and product teams.
Customer Experience Associate FR - Ecommerce
📅 Sep 8
📍 🇮🇳 Noida - Hybrid🎹 Mid-level🤝 Customer Success Manager📢 🇫🇷 French Required📢 🇬🇧 English Required💼 Full-Time
Customer ServiceCustomer ExperienceCustomer SuccessIntercom
📜 Description
- Resolve customer questions and issues through Intercom live chat and daily support tickets.
- Escalate complex cases and follow them through to resolution; identify, reproduce, and report bugs with the tech team.
- Manage French-speaking customer accounts from onboarding through renewal and expansion, driving adoption, value, and retention.
- Deliver customer demos and training, advising stakeholders on their marketing goals.
- Identify expansion opportunities with Sales and advocate for customer needs with Sales, Product, Marketing, and Support.
- Build platform expertise, including email best practices, DNS records, email-friendly HTML, and the Brevo API.
🛠️ Requirements
- At least 4 years of experience in customer service, customer experience, or customer success, ideally in SaaS.
- Excellent written and spoken communication skills in French (C1 or above) and in English, as you’ll serve French-speaking customers while collaborating with our international teams.
- Hands-on experience with live chat support and comfort working in Intercom. Experience with e-commerce platforms and jargon is a plus.
- A track record of delivering against KPIs such as response time, resolution quality, renewal rate, expansion, product adoption, or account health.
- Experience managing complex accounts with multiple stakeholders and high MRR.
- A customer-focused mindset, with the ability to build relationships and customer confidence.
- Proactive, autonomous, and growth-oriented, with a strong sense of ownership.
- Familiarity with email marketing and SaaS in general is an asset.
- If you don’t meet all the requirements below but believe this opportunity matches your expectations and experience, we still encourage you to apply!
✨ Benefits
- Cab facility
- Per-day meal vouchers
- Employee-friendly salary structure
- 1.4x pay on holidays and weekends for critical work
- Referral program with high-value gift options
- Access to over 1,55,000 Udemy courses, facilitator-led sessions, and personalized training
- Hybrid setup with 2 days working from home and a home workspace budget
- Generous leave policy
Full job description
At Brevo, we’re not just building a CRM. With our technology, we’re helping millions of organizations build lasting relationships with their customers.
From emails and SMS to WhatsApp, Chat, and Marketing Automation, our tools are intuitive, powerful, and built to scale with every ambition. We give businesses a clear view of the customer journey, so they can focus on what matters: connection.
As a certified B Corp, we’re proud to grow with purpose, committed to high standards of social and environmental impact, not just performance.
Today, more than 500,000 businesses across 180 countries—from NGOs like Amnesty International to global brands like Carrefour, eBay, Louis Vuitton, and Michelin—trust Brevo to engage their audiences, cut through complexity, and deliver results. Our reliable technology and 75+ integrations help them create unparalleled customer experiences, without the usual tech headaches.
In 2024, we reached €179M ARR with nearly 1,000 team members worldwide. And we’re just getting started!
Brevo is one of the world’s leading CRM and marketing platforms, helping businesses build strong customer relationships through connected, omnichannel experiences.
Within Brevo, our Ecommerce Business Unit powers targeted marketing, customer engagement, and revenue growth for over 50,000 merchants globally, primarily across the US and Europe. Our technology is trusted by leading international brands, including Levi’s, Louis Vuitton, Tissot, Chanel, and L’Occitane, to drive seamless merchant and shopper interactions across the entire customer journey.
The Role:
You’ll be the front line of Brevo’s customer experience for our French-speaking customers, handling most of your day through live chat on Intercom. Customers will rely on you to resolve their questions quickly, accurately, and with care, so every conversation leaves them feeling heard and supported. Alongside this, you’ll own a portfolio of French-speaking customer accounts, guiding each one from onboarding through renewal and into expansion. Your work will be split between real-time customer experience and building deeper, long-term relationships with the accounts you manage.
You’ll bring a consultative and investigative mindset to both, using platform insights and account health signals to anticipate problems and spot growth opportunities. You’ll also work closely with Sales, Product, Marketing, and Support, making sure the needs of our French-speaking customers shape how we improve our platform. This is a role for someone who enjoys solving real problems, takes ownership of outcomes, and wants to grow alongside a fast-moving global company.
Your impact at Brevo:
Customer success
Cross-functional work
Who you are:
If you don’t meet all the requirements below but believe this opportunity matches your expectations and experience, we still encourage you to apply!
Why people love working at Brevo:
Your candidate journey:
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